Pizzeria Picco — Restaurant in Larkspur

We ordered steak, meatball and pizza. The steak was completely red inside and burned outside, the meatballs were burned (completely black) on one side. They know the meatballs are burnt as they put the dark side on the bottom so it is not visible. We are not picky eaters, we eat a lot in the restaurants and rarely send the it back. I cut the burnt side of meatballs and did not even mentioned it to the server, but the condition of the steak was not acceptable. I love steak and most of the time order it. I know pretty well how does a well done steak look like, I am not supposed to eat raw meat because of medical issues and I explain it to the server and ask hime if they can not cook it right it is totally fine, bring X food instead. I explicitly explain I do not want the old steak to be cooked again as it is already burnt out and the server assured us it will be a new plate. After around 20 min they bring the old steak which was as black as night sky, when I refuse to eat the food, without even touching the plate I asked server to deduct it from our order and bring the check. But he got so rude and raised his voice on us, I immediately apologize to shut him down because I did not want my kid see the seen. But he would not stopped and accused me to be rude! I did NOT raised my voice and NEVER said a bad word to him. I was the one who wait around an hour for the food and eventually walked out hungry, the one who paid the fee and the one who said sorry! I never experienced such a bad customer service in any other restaurants. Never will be back...

Everybody in marin seems to hype up this place. And I really don't understand it. I mean if waiting an hour 30 to get mediocre at best food is your thing, go right ahead! But to the 7.99 billion people out there who don't like that, you should probably go somewhere else. The pizza is extremely bland and colorless. All of the pizzas are ridiculously imbalanced. All of them only have one, boring, flavor. Some are purely salty and have too much of everything, others just taste like nothing. If the british made pizza, this is how it would taste. The ridiculous prices also don't help. Overall, the pizzas are a 25 dollar pile of garbage. The food from the restaurant half is actually solid and I'd recommend most things there. That's what brings it up to 3 stars instead of 1. If you want decent pizza in marin, i'd highly reccomend pizzalina in san anselmo. And if you want pasta, locanda just down the street has better pasta than picco, although their pasta is still decent. While the food is a mixed bag, the service is full dumpster fire. Of the many times i've been here, i've only met one server that was remotely friendly. The rest either feel absent or actively hostile. If you come here, not only are you in for a long wait to get a seat, you also have to burn away what feels like years of time waiting for your food. Overall, the servers are mostly cold and/or unfriendly and the wait times are obscene. Just go...

It's not: If you make a mistake. It's: When, and how you recover. Everyone makes mistakes, which is what makes us all unique human beings.

I called @ 8:15, 15 minutes before they closed, to order a pizza for pickup. Not only did they make it feel like I was not bothering them by the late request, it felt welcomed and wanted. Arrived at 8:35. Got my pizza. Stopped for a bottle of wine on the way home. Then got home to find out it was the wrong pizza. OOPS! I called back at 8:58, a half hour after close. I was shocked they answered.

I explained what happened, they immediately kicked the ovens back on and asked if I was willing to come back for the right pizza. Um - Absolutely.

They may have thrown a wrench into my overall evening plans for dinner, but recovered with grace, style, elegance, and an exceptional customer service experience. You get 5 stars for having an amazing staff, that isn't afraid to admit their mistake, take responsibility and do what needs to be done as soon as it needs to be done, to turn a lousy situation into a win.

I will forever be a patron of establishments like this one. Thank you for being...